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does anyone know how to escalate a support case?

I have usually found Ninox support to be responsive, not feeling it this time. I'm unable to import archived databases into either of my online workspaces. First response was that they had restarted my workspace, didn't work. I sent them my database, second response was guessing that sendMail function might be the culprit, though that function has been working in the database for months. I tried importing 4 different versions of my database into both workspaces (all of which have been functioning just fine) and I get the same [objectObject] error in both places on every import. Silence since yesterday.

Any tips on how to escalate this? I'm kinda stuck in place right now without being able to import my archive (it's to be used as a test platform for an enhancement I'm ready to build)

7 replies

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    • Rafael Sanchis
    • Rafael_Sanchis
    • 5 days ago
    • Reported - view

    Sí, tengo el mismo problema ahora, lo reporté hace 3 días.

    La respuesta.

    Sí, el problema era que podía subir la base de datos al espacio de trabajo local con la aplicación de Android. Funcionó sin problemas. Sin embargo, al intentar subirla a través de una nube pública o similar, también aparece este error. Lo investigaré y me pondré en contacto contigo.

     

    my problem on Android Tablet, Since version 3.18 was installed, it previously worked correctly.

     

    If they don't resolve it in a few days, I will send support 5 emails daily.

      • Dave_Airel
      • 5 days ago
      • Reported - view

       Thanks, Rafael -

    • Gerd
    • 2 days ago
    • Reported - view

    The issue has been already fixed. It should work even without updating. Please report if there is still an issue.

      • Rafael Sanchis
      • Rafael_Sanchis
      • 2 days ago
      • Reported - view

       

      Hi Gerd Thanks Work again 👍

    • Dave_Airel
    • 2 days ago
    • Reported - view

    Yes, it appears to be fixed now. Weird that Support didn't update me ... 
    Thanks, Gerd.

      • Jorg
      • 2 days ago
      • Official response
      • Reported - view

       Dear Dave, Thanks for sharing this here. The Support team has answered your questions und updated you on 17. and 18. Feb. Did you not receive that email? (Please also check your Spam or Junk folders). Thanks a lot for your information. This will help us improve our support and assistance for you.

      Best regards
      Jörg

      • Dave_Airel
      • 2 days ago
      • Reported - view

       Hi Jorg - here's the timeline.

      2/13 I contacted support with a description of my issue

      2/13 support replied they had restarted my workspaces and to try again

      2/13 I replied  the problem persisted

      2/16 I contacted support again, sending a copy of my database

      2/17 Support contacted me asking me to "Confirm whether your database uses the sendEmail function anywhere? Also, have you recently edited or added a new sendEmailfunction before creating the archive (for example in version 3.05)? If so, that could potentially be causing the issue when reopening the database.

      2/17 I replied that I do use that function, that it had been in place for weeks without causing any issue. I also explained i had tried to import 5 previous versions into each of my workspaces with the same failure each time. Several of these versions were before I built the sendEmail scripts.

      2/18 Support emailed me that they were able to import my DB into their local Mac app successfully and that I should try that. he also said the issue had been identified by development and they were working on it. He suggested I use the mac app as my test platform in the meantime.

      2/18 I responded, thanking him fort the update but let him know that a few of my functioning online scripts don't run in the local Mac app, so that approach really was not viable. I asked if there was a way to make a copy of my production DB in either of my online workspaces, which would let me designate one as a test platform.

      That was my last communication from Support. I decided soon after that to load my most recent online backup file into the production workspace and rename that file as my test platform, which as been working fine for a couple of days. But no, i was not notified that the problem was resolved.

Content aside

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